Workforce Management Specialist

Viasat Englewood , CO 80110

Posted 1 week ago

Job description:

Bigger challenges. Bolder ideas. Global impact. At Viasat, we're on a mission to deliver connections with the capacity to change the world. We're the company behind the world's fastest satellite internet service, with technology that's helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.

We're growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You'll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world's first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

Job Responsibilities

As the Care Operations Command Center Specialist (CCS) you will find yourself focusing on two primary objectives: The Intraday Management of internal care and vendor queues, and driving efficiencies, as well as associated administration and coordination of tasks related to improving service levels, customer satisfaction, employee satisfaction, and performance communication to all levels of the enterprise. As CCS, you will closely interact with Supervisors and Managers to ensure that all department KPIs are managed effectively. You will manage departmental workflows in CTTS ticket queues, outbound call management programs as well as other customer contact queues. Additionally, you will provide support and interact with all Customer Care outsource partner operations, providing performance feedback and raising staffing concerns. You will provide effective feedback to Customer Care Managers. Also, your great attention to detail, exceptional customer service skills supporting all aspects of customer and partner interactions will be needed to be successful in this role. As the CCS you will work closely with internal and external partners to address and resolve presented issues and challenges. Equally important, you will be responsible for associated tasks not related to intra-day, which includes; forecasting, incident management, internal care administrative assistance, reporting and general staffing coordination.

Requirements

  • 3+ years of experience in contact center support role, including a basic understanding of contact center key performance indicators such as AHT, Service Level, Abandonment Rate, etc.

  • Ability to read, analyze and interpret basic financial reports and legal documents

  • Ability to produce accurate reports in a timely and consistent fashion

  • Strong written and verbal communication skills with the ability to respond appropriately to direction, questions, tasks as delegated, etc.

  • Solid knowledge of computer systems and software applications including spreadsheet (Microsoft Excel), Microsoft Outlook, Workforce Management tools (IEX and eWFM) and ACD Technologies (Avaya, Cisco and Aspect)

  • High School Diploma or GED

  • US Citizenship or Lawful Permanent Residence status may be required for some projects in which case, verification of such status will be required upon accepting employment.

Preferences

  • 3+ years of experience in Customer Service, Technical Support or Executive Escalations environment

  • Working knowledge of WFM (eWFM, IEX) applications

To learn more about this site and other office locations, please click here!

Additional requirements

Minimum education:

High School Diploma or GED

Years of experience:
3-5 years

Travel:

None

Citizenship:

US Citizenship or Permanent Resident Status required

Clearance:

None

Apply

Share with

  • Facebook

  • LinkedIn

  • Twitter

  • Google+

  • Email

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Workforce Management Remote

Teletech Holdings, Inc.

Posted 3 weeks ago

VIEW JOBS 2/26/2019 12:00:00 AM 2019-05-27T00:00 TeleTech is seeking a seasoned Director of Workforce Management to join our Customer Managed Services team. We help bring technology and human connections together to deliver amazing customer experiences every time. We need you- our next director of workforce management - to help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal! What you'll be doing: The director of workforce management works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects. They are responsible for overall WFM delivery, support and execution across multiple programs/clients This role supports and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations What you'll bring to us: * Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition * Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients * Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients * Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups * Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client * Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology. What skills you'll need: * Minimum of 5 years knowledge or experience in contact center business * 5 - 10 years direct MANAGEMENT experience with WFM * Strong understanding of TeleTech's business, core values, and goals * Ability to lead and partner successfully with teams, management and clients * Strong analytical, verbal and written communications skills * Ability to manage multiple, complex, on‐going tasks and projects * High level of integrity, judgment and follow through * Strong coaching, people, and leadership skills Who We Are: TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other. Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success. The director of workforce management is a key part of this team, and will impact our global operation as part of a world class team of professionals. What We Offer: * Performance equity, variable incentive bonus plan, 401K company match, tuition reimbursement * Global career mobility, employee recognition programs, professional development * State of the art technology which allows for seamless global connectivity * Rich wellness program and health incentives Employment Requirements: TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. '1555560 Teletech Holdings, Inc. Englewood CO

Workforce Management Specialist

Viasat